Operation Lead - Technical Support

Job Description

• Very well funded, over $475M raised including a recent Series H of $147M in April of 2021 and a new valuation of over $2B . The company is gearing up for an IPO in the immediate future.
• Explosive growth trajectory with expected revenue approaching $200M ARR by EOY 2021. Over 4000+ customers, and over 20% of the Fortune 500 use Druva today.
• Customers include Intuit, VMware, NASA, McAfee, Square, Pfizer, Zoom, and much more.
• Market leading partnerships with Amazon Web Services (AWS) and Dell .
• Global marketing team of 40+ people with a proven executive team . Headquartered in Sunnyvale; total headcount is 900+ and still growing fast.
• Numerous awards across the industry, including 2021 Data Management Company of the Year .
• Proven cloud native architecture & SaaS business model without any legacy. Druva s next-gen data management platform is one of a kind.
Primary Responsibilities
• Be operationally excellent in day-to-day running of the business including (but not limited to) staff utilisation, forecasting, hiring, training, career development, performance management, collaboration, teamwork and customer experience
• Act as an integrator connecting various work streams such as finance, HR, talent acquisition, branding, engineering, IT, which otherwise could remain siloed
• Be efficient communicator linking the leadership team and center to the broader organization
• Act as the honest broker and truth teller when the leader needs a wide perspective without bias and the customers organizational agenda.
• Assist the Support Leadership in facilitating effective decision-making, communication, governance, and reporting (tracking KPIs through Support dashboards)
• Be a thought partner to leadership on the organizations vision, priorities, and challenges
• Be an evangelist of the core values of the organization
• Strategic Initiatives - Drive projects on behalf Support leadership team which allow for better customer experience and productivity improvements
• Attend meetings with global functional teams, act as a liaison on behalf of the center leadership team
• Executing cross-functional corporate initiatives such as product improvement, customer adoption, influence NRR, and customer loyalty.
• Research Competitive Intelligence - advise on industry benchmarking data and best practices
• Partner with Human Capital Management as central point of contact for Support Staff related initiatives, including recruiting, training and other career development initiatives
Industry ExperienceRelevant: 5+ years experience in Strategy, Operations and consultative roles or experience in management consultingTotal: 10-15 yearsDesired Skills
• Experience in implementing strategy for technology areas in global firms
• Excellent influencing skills at all levels and the ability to develop and maintain good relationships with senior leadership, colleagues and partnersclients
• Excellent analytical skills and ability to ask probing questions and deliver concise feedback
• Self-motivated with an ability to work on one s own with a strong sense of ownership and accountability
• Strong process and project management skills with the ability to improve process efficiency and effectiveness
• Ability to handle multiple, time-sensitive projects while focusing on the quality of work delivered
• Highly proactive person who can work with little direction on complicated, sensitive assignment
• Able to apply knowledge and experience in decision-making to arrive at creative and commercial solutions for the business
• Fast learner, ability to navigate the organization to get up to speed quickly on key topics
• Strong program management skills, illustrated through multiple types of projects
• Expertise on MS Office tools such as Altassian, O365 or Gsuite
• Experience working with Executives (VP/CXO levels)
• Ability to mentor team members
• Ability to research, evaluate, analyze trends and data to build and present insights in a coherent manner
• Data-driven decision maker with capability to tell a story backed by solid data
• Strong understanding of technical support processes, models and tools suchs as CRM, Telephony and Collaboration platforms.
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Keyskills :
data centeramazon web servicesms office toolsprogram management skillsms officehuman capital management